Head of Operational Resilience

Overview

In this role you drive operational resilience across the GCIO, shifting from project-based delivery to a sustainable BAU capability. You will mature processes, artefacts and tooling, and lead incident learning to drive corrective actions across Technology and partner functions. You’ll shape the operating model, build a durable resilience team, and manage a global function that safeguards critical services during disruption at scale.

Responsibilities

• Shape the transition from programme-based delivery to a sustainable BAU operating model for Technology resilience
• Own the resilience process and tooling roadmap across Technology, prioritising and scaling improvements
• Ensure consistent execution of RTB and CTB activities within regulatory timelines and sustainable workflows
• Establish incident learning and cross-team actions translating root causes into corrective measures
• Improve understanding of critical assets and dependencies supporting key processes and services
• Advance testing of response and recovery across scenarios (e.g., ransomware, data centre loss, third-party failure)
• Govern senior stakeholder engagement in operational resilience forums and leadership meetings
• Manage vendors and managed services partners to meet HSBC quality, controls, and outcomes

Key requirements

• Broad and detailed understanding of operational resilience risk and mitigation of customer/business impact
• Experience in technology risk management within multi-layered defence environments across multiple markets
• Proven track record maturing BAU operating models after major regulatory or risk-driven programmes
• Experience improving incident management and lessons-learned practices
• Workforce planning and organisational change including permanent and contingent resources
• Experience leading large multi-disciplinary teams with budget accountability
• Ability to influence senior stakeholders from engineers to executives
• Experience establishing continuous improvement across processes and tooling

• Stakeholder influence at all levels
• Open to diverse viewpoints and inclusive collaboration
• Strong communication and facilitation
• Operational resilience risk management
• Technology risk management in multi-defence environments
• Incident management and lessons-learned processes

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